ComplaintsforBill Alexander Ford Lincoln Mercury Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid $75 tow from their impound lot to their Mechanical shop for a free estimate on damages. They towed it to their Body shop instead of their Mechanical shop, charged me another $75 tow charge for their error.Then they charged a $75 tow charge from their back lot into their Mechanical shop.These 3 tow charges were all located on the same lot at BillAlexander's lot. I was charged $199.95 and $25.99, plus tax for the free estimate that didn't ********** down part & labor charges.Then charged a $90 charge to tow to residence.

  

  Business response

  02/13/2024

  I have reviewed the complaint and have spoken to the parties involved.  This vehicle was not drivable and required towing services for each event.  The vehicle was operated by a 3rd party and the owner was in another state.  We have no record of offering a free estimate.  The estimate required 1.5 hours of inspection for which we charged $199.  Each tow event required the vehicle to be loaded and unloaded for which we charged $75 per tow.   The shop supplies that were required for the estimate were $25.99 and tax for $2.19.  We are not sure why we are being asked for a refund?  The estimate to repair the vehicle for normal operation was $7301.03.  The owner opted to have the vehicle to to a residence.

   

  *************************** GM

  BIll Alexander Ford Lincoln/ Alexander Towing Storage and Collision

• Initial Complaint

  05/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On April 15, 2023, I purchased a new 2022 Lincoln Corsair from Alexander Ford Lincoln. I put $20000 down and got another $11000 on my 2014 Jeep Grand Cherokee trade-in. On April 24, 2023, I received a call from Alexander Ford that I must return the vehicle immediately and they needed to undo the sale. They said it had to do with a recall but didn't know anything else. It turns out that the 2022 Lincoln Corsair had a recall on a camera and it is against Federal Law 49 C.F.R. ***** (i) to let someone drive a new vehicle off the lot without addressing the recall. On April 26, 2023 they undid the sale and returned my Jeep to me. We had to redo the registration and insurance and about a week later, they returned the title on my Jeep. Today, May 13, 2023, I received a bill for my first car payment from Lincoln Financing, even though they took the car back. I called Lincoln Financing and they said that the sale had not been undone yet.

  

  Business response

  05/15/2023

  We regret that this happened.  We were not aware of the recall for the Camera until we were trying to report the vehicle sold.  After contacting Lincoln ************************ we were advised to unwind the sale.  In doing so the customer did endure some pain.  Since we are not able to go back in time and undo what has been done we are limited only to indemnifying the customer.  The down payment of $20,000 was in the form of a check that was not cashed and was returned to the customer.  To this date there is still no remedy for the recall.  The trade in was returned.

  Customer response

  05/15/2023

  The reason I filed this complaint is that I am being billed from Lincoln Financing who claim that the sale was never unwound. 

  

  Business response

  05/15/2023

  We were in communication with Lincoln Automotive Finance as recently as Friday.  We were told that they are behind and that it is in the cue to be reversed.  *************************** the Finance Manager involved updated me of this on Friday.  I can conference call LAFS with customer to verify that this was done.

  Customer response

  05/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April the 13th, 2023, I took my 2015 **** Focus Se to Bill Alexander of **** for a diagnosis.I talk to the Service manager, previously that day, I explained to him that it had been previously diagnosis by *****, and the issue was the Transmission control module. He said to bring it in so they could diagnosis it, he went on to explain that the particular part was on back order, and that he had other vehicles with the same part issue in their shop for 2 years. I brought the vehicle in to **** on the 13th they diagnosised it as TCM transmission control modular and the part was ordered, with No ETA Estimated time of arrival, even though my vehicle is under warrantee. The service **** manager provided the the **** Company number, ************* I called the # they told me there was nothing that they could do and gave me a case#. And said to contact BA**** On 4/ 20/23 I emailed the *** *** *** of ************* Who contacted me back promptly, that day, who assign an associate, to help me. The Associate said, He could give me $3000 for my vehicle, and trade it. I still owe about a thousand dollars on my vehicle.So with their offer $2,000 is what I would recieve for my vehicle which is under warantee. 2 of the vehicles they offered to trade, have some of the same TCM issues according to The internet search for the **** Festa, and the **** Eco sport. The thrid He offered was out of my price range. **** Focus Se are sold for ***** to ****** online with more milage then my own . My **** has under 50k miles. This is better then the vehicles I could find for sale online.It is not reasonable to have customers to wait 2 years, or have No ETA, and the amount offer for my vehicle is an unreasonable amount, When the part comes in, they can sale the vehicle, and get 4 X what they are offering me. I uploaded emails from the Gm Manager, and also pictures of what 2015 **** Focus Se, are being sold for. I am uploading a report that out lines issues with the 2 cars they offered

  

  Business response

  05/03/2023

  This is a ****************** issue.  They cannot provide the part to repair the vehicle.  We did our best to accommodate the customer as can be seen by the open case with the CRC.  She did not like the value we placed on the vehicle.  I suggest that she list it on Auto Trader or Car Gurus to see if the market will bear more.

   

  *************************** GM

  Bill Alexander Ford Lincoln

  ************ office

  Customer response

  05/03/2023

  This is not acceptable offer , to me as ************ consumer, My vehicle is under warantee, and they have no reasonable offer. **** has no Estimated time of arrival, for the *** part. The service manager said it would be **** months, in the beginning, now they don't know when they can recieve and fix the Transmission control module part. ****s response is for me to try to sale the **** Focus, void a working Transmission Control module  This is unacceptable, and shows they don't stand behind their products. I am disappointed, without a vehicle, to get to work and around.

  

  Business response

  05/03/2023

  I'm not sure how we can help her.  The vehicle warranty is with ********** Company.  As an authorized sales and service center for that brand we will do our best to repair the vehicle per the workshop manual and ***************** bulletin.  The parts necessary to remedy the concern are on a national back-order.  The *** takes many call regarding this situation and always wants to refer them to the dealer.  We have an open case for the parts to expedite them.  I might suggest that she contact the selling dealer to see if there might be some goodwill.  I looked in our records to see if I could find a record of purchase and could not find one.

   

  *************************** GM

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is in regaurds to **** AlexanderFord collision center named Carstar. This is in reference of my wifes car ***********************, Red ***** Sportage **** Our insurance have paid carstar directly through email. Carstar stated to me they recieved a snapshot of payment April 26, 2022 from our insurance State Farm. However, carstar refuses to release our car. State Farm sent out a payment, yet carstar says they have not recieved it so our insurance are retrancing the funds andf reissuing another payment. Carstar tells me they will call, however they will not call unless they recieve payment. So we contact the insurance state farm again they said they sent it to there online portal yet carstar says they have not recieved it and ***** the Manager refuses me and Statefarm to release the car to us.

  

  Business response

  05/03/2022

  To this date 5/3 we have not received payment.  Please get State Farm to wire the money into our account and we will release the vehicle.

   

  *************************** GM

  **** Alexander Ford/ Carstar Collision Center

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Alexander Ford, has had my vehicle in the service department since August 2021 and it is now April 2022. I have a 2012 **** Focus that had just below ****** miles on it. As I was driving the engine stalled while driving, without warning and without the ability to restart the vehicle again. I had it towed to **** Alexander Ford and **** the service rep told me it was Powertrain Control Module, he told me that they are short chips and it would take a while for it to come in. After 3 months of me calling them for updates, I received a call from **** who said the piece has finally come in and that my vehicle should be ready in a few days. A few days passed, then a week passed and I received NO call. I called and spoke with **** who said that the chip did not work and that they were going to try another piece. after a few days of no call for updates I decided to walk in to the service center to have person to person contact hoping I could get more information. **** immediately tried getting in contact with the Manager, he was no where to be found. **** told me that the mechanics are contacting **** and working with them to find the problem. I told the service rep **** that I would like to be contacted by the manager. Once I got home I received a call from the manager who said he was "out working on my vehicle". I told him I would like to be contacted with updates and that it is very unprofessional of the service department to not keep me updated. He said he understands and I still have not had anyone call me to update me. complete silence, I have no idea what they are doing to fix my vehicle or if it is just sitting in the lot collecting dust and draining the battery, no updates. I have also reached out to **** Motor Company hoping to get better results and still ***** has not contacted me. 9 months and only 2 calls from them to give me an update on my vehicle.

  

  Business response

  04/23/2022

  Our records are under the name of *********************.  After some research we have determined that the Service Advisor is *********************.  We are actively trying to have the **** Tech hotline guide us to help repair the vehicle.  It has many wiring and communication issues that we cannot resolve.  We apologize for the lack of communication but there was not much to update.  We would like to refer the customer to the **** Customer Relationship ********************** (CRC) at ************ for some financial assistance.  Once she has been given a case number we can provide all  of the notes necessary for them to make a determination regarding her situation.  As the ** of the dealership I would like to help get this situation resolved.  I can be reached at ************ my name is ***************************.

   

  *************************** **

  **** Alexander Ford Lincoln

  ************ bus

  Customer response

  04/27/2022

  Speaking with the *******************, his solution was for me to trade in my vehicle. The ** told me that the technician has spent ten hours working on my vehicle. The service department has had it for 9 months which 3 months of that time was waiting on a TCM. He said he had a hard time justifying working on my vehicle for one because it is 10 years old and two because I did not purchase my vehicle from that dealership. From my understanding a **** dealership is a **** dealership, it shouldnt matter where I bought my **** from. He told me to contact the customer relationship **********************. When I called they didnt have any help for me.

  

  Business response

  04/27/2022

  To this point we have been unable to resolve the concern.  We tried to offer an alternate solution to her transportation needs.  ************** has invested many hours in trying to resolve the concern.  We asked her to contact the *** because this is a product concern that is not supported by ********** Company.   I suggest that a second attempt be made to contact the *** and get a case number that we can refer to **** engineering.  We have contacted ****'s engineering department and have requested a visit from a ***** Service engineer (FSE).  Without a Case number we cannot try to get get financial assistance.  We cannot create a case number only a consumer can do this.  The phone number to the *** ************.

   

  *************************** GM

  **** Alexander Ford Lincoln

• Initial Complaint

  05/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2017 **** ******** ***** was taken in to have the roof racks fixed, as they were not staying clipped on. My vehicle was taken in, "fixed," and released back to me after a charge which I paid. The same day, by the drive home, the repair did not work. Called the dealer, and took the vehicle back. The dealer kept the vehicle for over a week (might have been longer), and finally replaced the entire roof rack (no extra charge). However, shortly after paying for this, **** issued a FREE replacement or fix at no charge to the customer. The letter from ****, stated if repairs had been paid for, a FULL refund shall be received. I have contacted the dealer several times, and no phone call has been returned, and no refund has been received. I have spoke to the Cashier, the previous employee whom I was advised no longer works there, and most recently I was referred to Manager (Gary), whom also did not handle this matter. I am simply asking for a full refund of the service as stated.

  

  Business response

  05/15/2021

  We have reviewed the complaint and have attached the Advance notice from **** ***** *******.  We have been asked to not open a repair order by ****.  Our records don't reflect a previous repair under the name listed.  If we can look by VIN we will gladly review it.  If this repair results in a recall that would have covered the repair a refund would be a reasonable request.  In the meantime the customer can contact the Customer relationship center (CRC) for **** at 800-392-3673 and open a case.  We can then review the case and find a resolution.  Please review the attached document stating that we are not to open a repair order until there is a fix found and parts available.

   

  Respectfully

  Everett D***** **

  Bill Alexander **** Lincoln

  928-217-6375 office

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩